Join Jeff Toister for an in-depth discussion in this video Creating personal connections, part of Working with Upset Customers.
- So far in this course, we've talked about serving … upset customers and learning from those experiences … but what if we could prevent customers … from getting angry in the first place? … That's what we're going to cover in the next few videos. … Right now, let's focus on the power of personal connections. … Customers are more likely to forgive or overlook problems … when they're dealing with someone they like, know and trust. … Earlier in the course, we saw a coffee shop scene … that illustrated good and bad ways … to serve angry customers. … Let's look at a third version. … This time, see what would have happened if the barista … had already established rapport with the customer … from previous visits. … - Hi Karen. … - Hey John, my vanilla latte's a little light on the vanilla … today, do you think you could add a little more? … - Sure, sorry about that. … - That's okay. … - Here, you hang on to this one, I'll remake you … a new one, now quite sure if it'll taste good … if I just add another pump of vanilla. …
- Listening with empathy
- Helping the customer be right
- Preserving the relationship
- Learning from angry customers
- Passing along complaints
- Replacing trigger words